Industry Rep

**Career Area**:
Sales

**Your Work Shapes the World at Caterpillar Inc.**

When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here - we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it.

Role Definition
Leads and manages dealers' relationships to market company products and services and assists in the development of dealer sales capability.

Responsibilities
- Understanding of business model and acting within the business process guidance on review and approval for variance programs and commercial actions.
- Designing and assisting dealers on the forecast, sales/rental/used strategy planning, and sales techniques; supporting the rollout of new products.
- Performing regular sales performance reviews with dealers and ensuring implementation of corrective actions where needed.
- Leading the selling opportunities identification, customer satisfaction improvement and business relationship enhancement.

Skill Descriptors
Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Level Extensive Experience:

- Facilitates creation of the 'right' products and services to resolve customer business issues.
- Fosters strong customer relationships via delivery on commitments, open communication, and on-going feedback/improvement.
- Advises others on creating customer focused environments in various scenarios.
- Anticipates customer needs, focusing efforts to proactively meet needs and exceed customer expectations.
- Measures and observes customer satisfaction levels to ascertain and implement service improvement alternatives.
- Communicates and models the criticality of customer focus as an organizational strategy.

Level Working Knowledge:

- Discusses industry-specific flagship products and services.
- Demonstrates current knowledge of the regulatory environment for industry segment.
- Describes the contribution of own function as it relates to the industry segment.
- Participates in major industry professional associations; subscribes to industry-specific publications.
- Currently works with a major industry segment and associated functions and features.

Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Level Extensive Experience:

- Differentiates assumptions, perspectives, and historical frameworks.
- Evaluates past decisions for insights to improve decision-making process.
- Assesses and validates decision options and points and predicts their potential impact.
- Advises others in analyzing and synthesizing relevant data and assessing alternatives.
- Uses effective decision-making approaches such as consultative, command, or consensus.
- Ensures that assumptions and received wisdom are objectively analyzed in decisions.

Level Extensive Experience:

- Reviews others' writing or presentations and provides feedback and coaching.
- Adapts documents and presentations for the intended audience.
- Demonstrates both empathy and assertiveness when communicating a need or defending a position.
- Communicates well downward, upward, and outward.
- Employs appropriate methods of persuasion when soliciting agreement.
- Maintains focus on the topic at hand.

Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
Level Working Knowledge:

- Works to achieve win-win in negotiations, rather than taking a win-lose approach.
- Focuses on issues rather than personalities.
- Uses active listening and probing techniques to surface problems, issues, and interests.
- Demonstrates a willingness to examine own position.
- Presents own position and listens attentively to position of others.

Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Level Extensive Experience:

- Communicates to clients regarding expectations of all parties.
- Participates in negotiating the terms of the business relationship.
- Conducts periodic reviews of work effort, progress, issues, and successes.
- Maintains productive, long-term relationships with clients or vendors.
- Creates opportunities to educate support teams on client priorities.
- Empowers others to establish collaborative, healthy relationships.

Business Developme